Before getting started Sinch MessageMedia and Salesforce, it's important to understand how character limits can impact message costs, which message types are supported and what setup details to consider to ensure a smooth integration.
Message character length, limits and credits
Message costs are influenced by the number of messages sent, which in turn depends on the number of characters in each message.
There's no limit on the number of characters you can send in a message. However, we recommend keeping your message short to avoid using multiple SMS credits per message.
- Each message credit allows for up to 160 characters.
- When a message exceeds the limit, it'll be split into separate packets.
- The last 7 characters of the message contain a unique ID that enables the packets to be re-assembled into one message on the recipient's device.
- e.g. a 72 character message will use 1 SMS credit = 72 characters
- e.g. a 200 character message will use 2 SMS credits = 153+7 and 47+7
- e.g. a 320 character message will use 3 SMS credits = 153+7 and 153+7 and 14+7
In some cases, SMS character limits can vary - particularly when the message includes special characters (Unicode characters) e.g. emojis. These characters reduce the maximum length of each message, which can increase the total number of messages sent.
When emojis or special characters are included in a message, the limit is reduced to 70 characters per SMS credit (or 67 per packet if the entire message exceeds 70 characters).
When you're sending messages to a contact via the SMS Message Feed or Send SMS button, the integration automatically detects any Unicode characters and will show an alert.
Note: The character counter may not always be accurate when using message personalization (merge fields). This is because the counter can’t predict the number of characters that will be added once the personalization field is filled in.
Custom permission sets
Custom permission sets are not available to use. Users must be assigned one of the standard Sinch SMS for Salesforce permission sets.
Enable Enhanced Profile User Interface
There are two views available when managing profiles - a standard (basic) view and an enhanced view.
The enhanced profile user interface provides a streamlined experience for managing profiles. You can easily navigate, search, and modify settings for a profile. Your Salesforce org can use one profile user interface at a time. We recommend enabling the enhanced profile user interface to follow along with our support article instructions.
Hub account disconnecting or missing inbound messages
If you’re experiencing Salesforce issues with inbound SMS messages missing or failing to sync or if older Hub sub-account connections are unexpectedly dropping or showing as disconnected and this typically happens shortly after adding a new Hub account, this issue is caused by a Salesforce OAuth limitation.
Currently, there is a strict limit of a maximum of 5 Hub accounts per single Salesforce user.
If you attempt to authorize a 6th Hub account using the same Salesforce user credentials, the system will automatically revoke the authorization for your oldest existing connection, causing it to drop (Salesforce support article for more information).
To successfully connect more than 5 Hub accounts without dropping older connections, please use one of the following methods:
-
Option 1: Alternate Salesforce Users
Use a different Salesforce user account to authorize any Hub connections beyond the first 5. For example, Salesforce User A can authenticate Hub accounts 1 to 5, and Salesforce User B can authenticate Hub accounts 6 to 10.
-
Option 2: Switch to Legacy API Key Authentication
Bypass the OAuth limit entirely by switching your connection method to use legacy API keys.
Other Salesforce apps
There are some other Salesforce apps that also allow you to use the Sinch SMS for Salesforce integration.
If the Salesforce app is on the SFDX platform, you should be able to use Sinch SMS for Salesforce through this app e.g. Sales Cloud, Service Cloud, Health Cloud.
If the Salesforce app uses a different platform, it's unlikely to work natively with Sinch SMS for Salesforce e.g. Marketing Cloud, Commerce Cloud.